Collections Team Lead

hace 2 semanas


Bogota, Colombia ConvaTec A tiempo completo

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

**Purpose of role**:
To reduce receivable open balances and improve the payment behaviour of our Customers. Maintain a high level of customer experience and contribute to the Cashflow target of our Group.

The incumbent shall utilize direct management and communication capabilities to lead a team of collectors to resolve disputes and obtain payment commitments.

Team Leader will perform a variety of tasks including the motivation, staff development, and supervision of his/her collectors to ensure superior collections and targets are met. Team Leader is expected to adjust their schedules to meet the demands of the business. They are expected to maintain a positive culture in the department and drive employee engagement.

**Key Duties & Responsibilities**:

- To convert invoices into cash as soon as possible
- To work with the OTC Tower Lead to pro-actively manage customer accounts as required by the SLA’s.
- To ensure root cause analysis is performed on recurrent customer payment issues.
- To manage issues regarding cash flow problems or unresponsive customers.
- To maintain and ensure team adherence of Convatec policies and procedures.
- To monitor and maintain KPI for his/her team.
- To prepare trackers and assist with starting legal procedures within his/her team
- To receive notification of customer bankruptcy, verify obtained information and alert the OTC Tower Lead for further escalation.
- To investigate and address customer claims via disputes as second level of support
- To respond to general queries from customers regarding payments as second level of customer support.
- To participate in review calls as needed
- To locate and monitor overdue accounts and proactively work with the collectors and the account to eliminate the overdue balance.
- To advise customers of necessary actions and strategies for debt repayment.
- To arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- To flag and required updates Convatec policies and work instructions and send to the Tower Lead and the Global Process owner for approval.
- To develop and maintain positive, professional relationships with peers, superiors and customers.

**Experience**:

- Working knowledge of SAP
- Emagia/Highradius/AR Collect (preferred)
- Working knowledge of Microsoft excel, Access, outlook, BI
- Previous experience working in a GBS environment
- Experience with managing a team
- Confident in dealing with senior members and Directors of the business, both Finance and non-Finance.

**Education/Qualifications**:

- Bachelor’s degree preferred or equivalent experience
- Finance qualification or MBA preferred (not mandatory)
- Fluent English

LI-ML1

**LI-Hybrid**

**Beware of scams online or from individuals claiming to represent Convatec**

**Equal opportunities**

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

**Notice to Agency and Search Firm Representatives**

**Already a Convatec employee?



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